How to articulate service offering and service mapping / event management

[Zoso]

Hello Community,

Here is my situation:

We are in Kingston and have domain separation, we use service offerings from Portfolio management and use it in the task to identify the affected service (with custom field referencing it).

We usually create a new service offering based on a difference of clocks or in the supporting architecture.

I am trying to start using service mapping and event management properly but I'm struggling to understand how am I supposed to articulate those 3 records (Service offering, the manual service [event] and the Business Service [service mapping]). I understood how the Business Service [Service Mapping] can be used in the Event management module but still don't understand how to apply the logic with the service offering.

I would appreciate any advice on this.

Thank you in advance,

[Zoso]

Thank you, so basically from your answers and the document provided by Dave, I understood that one Service should then be composed of 

- one to many service offerings (based on the different level of support)  (customer/portfolio side)

- one to many technical services supporting it (which could support other services)  (internal services side)

- one to many application services to represent the architecture (architecture side)

So if our service A is sold to customer 1, 2 and 3 with customer 1 and 2 having the same commitments, SLRs and so but a different architecture supporting it and customer 3 having a different level of support than 1 and 2 but same architecture than 2, would it make something like this? (|---> is linked/child of cmdb_ci_service )

-cmdb_ci_service [A]

|---> service_offering Gold level subscribed by customer 1 and 2

|---> service_offering Silver level subscribed by customer 3

|---> cmdb_ci_service_discovered X representing architecture for customer 1

|---> cmdb_ci_service_discovered Y representing architecture for customers 2 and 3

 Also in the document provided they recommend to use the cmdb_ci_service_discovered as impacted CI on an incident is the service desk supposed to select the correct cmdb_ci_service_discovered based on the customer?

Thank you all to highlight me on this journey.

[DaveHertel]

Hi Zoso --  Please consider using (clicking) the "Helpful" icon to encourage participation and feedback from community members.  In this small way, it can help keep contributors engaged 🙂   Thanks

[Zoso]

Thanks everyone 🙂

[aleck_lin]

Zoso, 

I actually disagree with the way you have laid it out. Here's how I would model it.

Business Service A has two child business services - cmdb_ci_service_discovered X and cmdb_ci_service_discovered Y.

cmdb_ci_service_discovered X has 2 offerings

* service_offering Gold

* service_offering Silver

cmdb_ci_service_discovered Y has 2 offerings

* service_offering Gold

* service_offering Silver

Customer 1 subscribed to Gold of X

Customer 2 subscribed to Gold of Y

Customer 3 subscribed to Silver of Y

I'd love to get feedback on this as personally this is makes more sense to me with the way the table hierarchies are defined. 

[Zoso]

Hello Aleck, thanks for your feedback.

We've discussed internally after my answer and came to the same model as the one you described. it indeed make way more sense.